Research Coordinator

The purpose of this role is to plan, organize, and conduct research used for responding to consultants’ requests and match such requests to available and appropriate resources within the local community and nationwide for all areas of research.

JOB SUMMARY

The purpose of this role is to plan, organize, and conduct research used for responding to consultants’ requests and match such requests to available and appropriate resources within the local community and nationwide for all areas of research. This involves conducting research related to out-of-home child care, work issues, emotional well-being, financial fields, colleges, schools, eldercare, adoption issues and other general research

SPECIFIC DUTIES AND RESPONSIBILITIES

(other duties maybe assigned)

• Conducts independent research utilising an existing pre-populated database, as well as other resources such as research files, Internet, archives, collections, print directories and zip code books

• Matches customer’s identified needs and criteria with available resources meeting minimum requirements of the department and expanding on this requirement to obtain personalised, confirmed, matched referrals or quick resources as appropriate

• Develops and maintains a strong professional relationship with the community of providers

• Solves practical problems and interprets a variety of instructions furnished in written, oral, diagram, or schedule form

• Evaluates articles and/or resources to determine which are most appropriate to meet customer needs

STANDARD DUTIES AND RESPONSIBILITIES

• Achieve delivery of tasks in accordance with agreed schedules, procedures and standards

• Meet or exceed process KPIs

• Drive customer satisfaction by providing high quality of service

• Execute corrective and preventive action plans

• Record key delivery data for metrics purposes

• Aim at becoming a Subject Matter Expert in process

• Be an effective team player

• Proactively highlight risks

• Ensure that complaints are proactively escalated

• Seek and respond to development feedback

• Mentor & Coach new recruits in their process

Degree of Independence/Supervision required

• Will be formally supervised by Team Lead/Manager

• Promptly escalate exceptions to the Seniors/Team Lead/Manager

• Accountable for individual performance

Competencies

Technical Competencies:

• Domain Knowledge (desirable – else, to acquire during provided training)

• Time Management and prioritization

• Business Communication Skills (written and verbal)

• Analytical and Reporting Skills

• Computer Literate (MS Word, Excel, PowerPoint, Outlook)

Behaviour Competencies:

• Quality Focus

• Results orientation

• Capacity to adapt to Change

• Initiative

• People Sensitivity

• Customer Orientation

• Teamwork & Cooperation

Education/Experience

• HSC Holder or Higher Education

• At least 1 year of work experience in an office environment (desirable)

Other Requirements

• Flexibility in terms of working hours (e.g. should be able to work CA/US hours)

• Very good command of oral and written English and French

• Very good telephone manner

• Ability to work overtime (Weekday/Weekend) and including Mauritius public holidays